Customer Experience Rep II

Parker Hannifin • Austin, TX

1d

About The Position

The Customer Experience Rep II serves as the primary backup for all accounts serviced by the PSC and supports timely order processing, accurate quoting, and exceptional customer service. The role manages assigned customer accounts across designated distribution channels and requires understanding each customer’s unique needs, as well as close collaboration with internal teams, divisions, field sales, distribution centers, and channel partners.

The position monitors order flow, customer satisfaction, open orders, EDI errors, and incomplete orders; handles customer inquiries and order changes; and works to resolve issues and prevent escalations. It also supports continuous improvement, maintains accurate account instructions, and provides coverage for other Customer Experience representatives and departments as needed. Parker identifies this position as safety-sensitive, so pre-employment cannabis testing is required as a condition of hire.

The position pays $25.00–$26.00 per hour and participates in an annual incentive program. Parker offers benefits and retirement plans, paid time off, and 13 company-paid holidays. The role commonly involves extended periods sitting at a desk or workstation while handling calls, email, or chats; stand-up workstations are available upon request.

Requirements

• College degree preferred; equivalent professional experience will also be considered.
• Passion for customer service and providing a premier customer experience.
• Professional, helpful attitude and commitment to teamwork.
• Excellent organizational skills and ability to prioritize and manage multiple tasks in a fast-paced environment.
• Proactive problem-solving and decision-making skills.
• Ability to self-manage and stay motivated.
• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.
• Ability to maintain attention to detail and quality under pressure.
• Fluent English reading, writing, and speaking skills.

Nice To Haves

• Experience with ERP or CRM systems, such as Seibel, MSS, or Salesforce.

Responsibilities

• Demonstrate flexibility with daily tasks to support business needs.
• Manage assigned customer accounts across designated distribution channels and process orders efficiently and accurately.
• Respond to customer inquiries about order status with timely updates and solutions.
• Participate in meetings and customer cadences as needed to develop relationships with key OEM contacts and align with their needs.
• Accurately process and adjust orders to meet customer requirements.
• Work with internal teams and divisions to provide accurate pricing and quotes.
• Keep Account Instructions up to date in Dozuki.
• Communicate proactively with customers and internal teams by phone and email to resolve inquiries and handle order changes or special requests.
• Collaborate with internal teams, distribution centers, and divisions to address customer needs and facilitate solutions.
• Support continuous improvement initiatives that enhance workflow efficiency, customer satisfaction, and internal processes.
• Maintain a professional, customer-centric approach and foster relationships within distribution channels and assigned accounts.
• Assist other Customer Experience representatives and departments as required.
• Provide backup coverage for all accounts serviced by the PSC as needed.
• Develop an understanding of the requirements and business dynamics of each distribution channel.
• Monitor order flow and customer satisfaction and identify opportunities to improve service and processes.
• Closely monitor and manage open orders, identify potential issues, and take action to prevent escalations.
• Access and manage customer portals.
• Manage EDI errors and incomplete orders daily.

Benefits

• Comprehensive medical, prescription drug, dental, and vision coverage.
• Voluntary optional life, accident, hospital indemnity, and critical illness insurance.
• 401(k) plan with company matching contributions equal to 100% of the first 5% of pay.
• Company-provided defined-contribution retirement plan with an annual contribution equal to 3% of pay.
• Career development and tuition reimbursement.
• Paid parental leave.
• Short- and long-term disability programs.
• Adoption assistance.
• Care.com membership.
• Financial planning assistance.
• Optional identity protection, legal protection, and pet wellness programs at competitive rates.
• Paid time off.
• 13 company-paid holidays.
• Annual incentive program participation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed